The validation of a test battery for the selection of call centre operators in a communications company

• Main Author: Nicholls, Michelle Lee
• Other Authors: Viviers, Adriaan Martinus
• Format: Others
• Language: en
• Published: 2009
• Subjects: Selection; Validation; Pychometric testing; Personality assessment; Ability assessment; Concurrent validity; Call centre; Job analysis; Job description; Job specification; 150.287; Employee selection > Psychological tests; Psychometrics; Call centers > Employees > Psychological tests; Employability
• Online Access: Nicholls, Michelle Lee (2009) The validation of a test battery for the selection of call centre operators in a communications company, University of South Africa, Pretoria, <http://hdl.handle.net/10500/1087>; http://hdl.handle.net/10500/1087

The purpose of the research was to determine whether personality and measures of ability would significantly predict job performance of call centre operators in a South African communications company. The Customer Contact Styles Questionnaire (CCSQ7.2), the Basic Checking (CP7.1) ability test and the Audio Checking (CP8.1) ability test were completed by operators as the predictors. Supervisors completed the Customer Contact Competency Inventory (CCCI) for 140 operators as a measure of job performance. Performance statistics were obtained for the sample as additional criterion data. Correlations and multiple regression analysis revealed statistically significant small to moderate correlations between the criteria and the predictors. The research was conducted from a concurrent validity perspective. Further research from a predictive validity perspective is suggested in order to substantiate the findings and to improve the generalisability thereof. === Industrial and Organisational Psychology === M.A. (Industrial Psychology)